Troubleshooting Nest camera and Google Nest Hello error codes and messages

If your camera or video doorbell gives you an error code, there could be an issue with Bluetooth, Wi-Fi, your Internet connection or some other problem. This article tells you what each error code means and what you can do to fix it.

Nest camera error codes

NC Errors 

Additional troubleshooting 

I see an error message but there isn't an error code 

When trying to add your Nest camera to the Nest app, you might see an error message, but not receive an error code to help identify some troubleshooting steps.

If the Nest app shows you a message instead of an error code, such as 'A weak Wi-Fi connection is affecting your camera's video quality' or 'Your mobile connection may cause lower quality video', you can use the following articles to help troubleshoot your issue:

          Learn about wireless interference and how to troubleshoot it >

          Troubleshooting Nest camera video issues >

My camera says it's off or offline 

After your Nest camera is added to the Nest app, it might lose its connection to your home Wi-Fi. If this happens, your camera will show as off or offline in the Nest app. If you see this message, visit the following article for some steps that you can take to troubleshoot your camera’s connection.

           Troubleshooting when your camera or doorbell is offline >

I don't know what the light on my camera means 

Your Nest camera comes with an LED status light on the front. You can read the following article to learn about what this light means.

           Learn about Nest camera lights and sounds and how to change settings >

Your camera experienced a connection problem

Error codes: C100 ∙ C102 ∙ C202 ∙ C205 ∙ C206 ∙ C207 ∙ C210 ∙ C211 ∙ C213 ∙ C214 ∙ C215 ∙ C216 ∙ C217 ∙ C218 ∙ C219 ∙ C221 ∙ C222 ∙ C227 ∙ C228 ∙ C309-400 ∙ C309-401 ∙ C309-403 ∙ C309-500 ∙ C327 ∙ C329 ∙ C381 ∙ C390 ∙ NC004 ∙ NC017 ∙ NC029

These errors mean that the Nest app had trouble connecting to your camera

Troubleshooting 

  1. Exit the Nest app.

    • Android: Open the Recent Applications menu, and swipe the Nest app left or right to remove it from the screen.

    • iPhone or iPad: Double-click the Home button, and swipe the Nest app up to remove it from the screen.

    • PC or Mac: Close the web browser tab or window that has the Nest app.
  2. Unplug your camera. Wait for 10 seconds, then plug it back in.

  3. Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network that you want to use for your camera.

  4. Try setting up your Nest Cam again on your phone or tablet (or on your computer).

  5. If you can still see the error and you’re using the Nest app on a phone or tablet, try rebooting your device.

    • Android: Usually you can do this by pressing and holding the power button until your device asks if you want to reboot or power off your device. Select Power off. Wait for your device to shut down. Then hold the power button for a few seconds until you see the Google or Android logo. Now you can try setting up your Nest Cam again.

    • iPhone or iPad: Hold down the Sleep/Wake button until you see the slide to power off slider. Drag it to the right and wait for your device to shut down. Then hold the Sleep/Wake button until the Apple logo appears. Now you can try setting up your Nest Cam again.

  6. If you still can’t set up your camera, contact Nest Support. We’re here to help.

 

There was a Bluetooth connection problem

Error codes: C107 ∙ C111 ∙ C112 ∙ C113 ∙ C114 ∙ C115 ∙ C116 ∙ C117 ∙ C118 ∙ C201 ∙ C203 ∙ C204 ∙ C212 ∙ C234 ∙ C235 ∙ C236 ∙ C237 ∙ C238 ∙ C239 ∙ NC021 ∙ NC022 ∙ NC023

These errors mean that your Nest Cam couldn’t connect to your phone or tablet through Bluetooth. You’ll need to make sure that Bluetooth is working and is enabled on your device.

Troubleshooting 

1. Exit the Nest app.

  • Android: Open the Recent Applications menu, and swipe the Nest app left or right to remove it from the screen.

  • iPhone or iPad: Double-click the Home button, and swipe the Nest app up to remove it from the screen.

2. Unplug your camera. Wait for 10 seconds, then plug it back in.

3. On your phone or tablet, switch Bluetooth off and then on again to reset the connection. When you’ve finished this step, make sure that Bluetooth is on.

  • Android: Open the Settings app. Under Wireless & networks, tap Bluetooth. Toggle the switch to turn Bluetooth off and on.

  • iPhone or iPad: Open the Settings app. Tap Bluetooth. Toggle the switch to turn Bluetooth off and on.

4. On rare occasions, your phone or tablet might not let you turn on Bluetooth. If you run into this issue, try rebooting your device. Otherwise, you can go to the next step.

  • Android: Usually you can reboot your device by pressing and holding the power button until your device asks if you want to reboot or power off your device. Select Power off. Wait for your device to shut down. Then hold the power button for a few seconds until you see the Google or Android logo. Now you can try setting up your Nest Cam again.

  • iPhone or iPad: Hold down the Sleep/Wake button until you see the slide to power off slider. Drag it to the right and wait for your device to shut down. Then hold the Sleep/Wake button until the Apple logo appears.

5. After turning on Bluetooth, bring your phone or tablet within 0.3 m (12" inches) of your camera, and keep it there until setup is complete. This can help with any wireless interference that may be disrupting the Bluetooth connection.

6. Now, try setting up your camera again on your phone or tablet.

7. If you still can’t set up your Nest Cam, try using a different phone or tablet if you have one. Or, set it up using a computer and the included USB cable.

8. If the Nest app displays a Bluetooth error again, try rebooting your phone or tablet if you haven’t already. See step 4 for instructions. Then try setting up your camera again.

If all else fails, here are some other things that you can try

  • You might want to use a different phone or tablet to set up your camera. You’ll need to install the Nest app on the other device and then follow the steps in the app to set up your camera.

  • If you have one of the following cameras, you can set up your camera without using Bluetooth.

    • Google Nest Cam Outdoor
    • Google Nest Cam Indoor
    • Dropcam
    • Note: If your model is not listed, you’ll need to use Bluetooth and the Nest app on your phone or tablet to set up your camera. Carefully follow the Bluetooth troubleshooting steps above.

Your camera couldn’t connect to your other Nest product(s)

Error codes: NC013 ∙ NC014 ∙ NC018 ∙ NC024 ∙ NC030

If you have at least one other Nest product in your home, your camera or video doorbell needs to be able to connect to it in order to complete setup. When it can’t connect, you’ll see one of these errors.

Troubleshooting 

Why it's happening

During setup, your Nest camera or video doorbell will try to get Wi-Fi information from the other Nest product in your home. Your camera or doorbell will know that there’s another Nest product in your home because it will see the product in the Nest app.

If your camera or doorbell can’t connect to the other Nest product, it won’t be able to get the information it needs to complete setup.

What to do

Follow these steps in order to complete setup.

1. Restart your camera or doorbell 

  • Nest camera: Unplug your camera. Wait for 10 seconds, then plug it back in.

  • Google Nest Hello video doorbell: At your home’s circuit breaker or fuse box, turn off power to your video doorbell. Wait 10 seconds, then turn the power back on.

2. Connect to the same Wi-Fi network 

Check which Wi-Fi network your phone with the Nest app is connected to.

If it’s on a different network than the existing Nest product(s) in your home:

  1. Connect your phone to the same Wi-Fi network as your existing Nest product(s).

  2. Try setting up your camera or doorbell again while your phone is on the same network.

    • After completing camera or doorbell setup, you can connect your phone to a different Wi-Fi network if you like.

  3. If you’re still getting the same error after trying the steps above, restart your camera or doorbell again (see section 1, above) and continue troubleshooting below.

3. Move your products closer together 

During setup, your new camera or doorbell will try to connect to one of the following existing Nest products in your home:

  • Google Nest Cam IQ Indoor, Google Nest Cam IQ Outdoor or Google Nest Hello video doorbell
  • Google Nest Protect smoke and CO alarm
  • Google Nest Guard (the main part of the Google Nest Secure alarm system)

Note: Google Nest thermostats, Google Nest Detects, Google Nest Tags and other Nest camera models don’t participate in setup as described above.

Here’s how to help them connect:

  1. Bring your camera or doorbell and your other Nest product within about 10 m (30 ft)  of each other.

    • When setting up a Nest camera: Try bringing your camera closer to your other Nest product. You might need to unplug your camera and plug it into a socket that’s closer to the other product.

    • When setting up a Google Nest Hello video doorbell: Try bringing your other Nest product closer to your doorbell. For example, if you have an existing Nest camera, unplug it and plug it in near your doorbell. You can move it back later.

  2. After bringing your products closer together, go through setup again.

  3. If that doesn’t work, restart your camera or doorbell again (see section 1, above). Then bring your camera or doorbell and your other Nest product within 1 m (3 ft)of each other and go through setup again.

Tip: Once you’ve added your camera or doorbell to the Nest app and have completed setup, you can install your products farther away from each other. They only need to be close together during setup.

If it’s not possible to bring your products closer together, see the section below, 'What to do if you can’t bring your Nest products together'.

What to do if you can’t bring your Nest products together

There are a couple of cases where it might not be possible to bring your camera or doorbell and your other Nest product closer together.

Your other Nest product is in a different home 

For example, you might have more than one home or business, and there’s no way to bring your Nest products closer together.

In this case, you should create another home in the Nest app and add your new camera or doorbell to the other home. That way, your camera or doorbell will stop looking for the other Nest product in your first home. For more information about creating and managing more than one home in the Nest app, see the following article:

Managing multiple homes and Nest products >

Your other products are Google Nest Protects, and you can't bring your camera within range 

For example, your Protects might be installed on very high ceilings.

There are a few workarounds that can help you get your camera or doorbell set up. Read through the options below and decide which one works best for you.

  • If you have a battery-powered Protect, you can take the Protect off the ceiling and place it within a few feet of your camera or doorbell during setup. After setup you can put your Protect back on the ceiling and install your camera or doorbell where you like.

  • You can also try the above with a wired Protect (one that’s connected to power wires in your home). This will involve disconnecting the wires from your Protect.

    • At your home’s circuit breaker or fuse box, turn off power to your Protect.

      Warning: Failure to turn off power may result in serious electric shock, injury or death.

    • Starting at the end of our Protect installation instructions, follow the relevant steps in reverse to disconnect Protect from the wires providing power.

    • Bring your Protect close to your camera or doorbell and finish setting it up.

    • Afterwards, you’ll need to reconnect your Protect to the power wires by following the relevant steps in our Protect installation instructions normally.
  • A final option if you have a wired or battery powered Protect is to create another home in the Nest app and add your camera or doorbell to the other home. For more information about creating and managing more than one home in your account in the Nest app, see the following article:

    Managing multiple homes and Nest products >

    Keep in mind, you’ll need to switch between your other homes in the Nest app whenever you want to switch between your camera or doorbell and your Protects. So you might want to pick a different option if you like to keep everything in one place in the app.

Your Internet security settings are preventing Nest Cam from connecting

Error codes: C209 ∙ C229 ∙ C230 ∙ C231 ∙ C232 ∙ C233 ∙ NC008 ∙ NC009

These error codes mean your Internet firewall may be preventing the Nest app from adding Nest Cam to your network. Or there may be some other problem with your network.

Troubleshooting 

  1. Exit the Nest app.

    • Android: Open the Recent Applications menu, and swipe the Nest app left or right to remove it from the screen.
    • iPhone or iPad: Double-click the Home button, and swipe the Nest app up to remove it from the screen.
  2. Unplug your camera. Wait for 10 seconds, then plug it back in.

  3. Check that your home Wi-Fi network is connected to the Internet and that the connection is working as expected. If other devices can’t connect to the Internet either, you’ll need to contact your Internet service provider to restore service.

    • You can use a Mac or PC to visit a web page like nest.com and make sure that it loads properly.
    • Or turn on Aeroplane mode on your phone or tablet. Then turn on Wi-Fi on your phone or tablet while still keeping Aeroplane mode on. Allow your device to connect to your home Wi-Fi network, and try to visit a web page like nest.com. Make sure that it loads properly. When you’ve finished testing, turn Aeroplane mode off.
  4. Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network that you want to use for your camera.

  5. If you’re using a firewall, try temporarily lowering its security level to allow the Nest app to add your product to your network. You should also temporarily disable MAC address and IP filtering. If you don’t know how to do this, contact the person or service provider who set up your firewall.

  6. Open the Nest app again and set up your Nest Cam on your phone or tablet (or on your computer).

  7. When complete, restore your firewall to its previous security settings.

Your camera had trouble connecting to Wi-Fi

Error codes: C106 ∙ C109 ∙ C119 ∙ C224 ∙ C324 ∙ C331 ∙ C332 ∙ C363 ∙ C364

These errors mean that Nest Cam couldn’t connect to the Wi-Fi network that you selected. There are a several things that could cause this to happen. Try the following suggestions.

Troubleshooting 

  1. Exit the Nest app.

    • Android: Open the Recent Applications menu, and swipe the Nest app left or right to remove it from the screen.
    • iPhone or iPad: Double-click the Home button, and swipe the Nest app up to remove it from the screen.
    • PC or Mac: Close the web browser tab or window that has the Nest app.
  2. Unplug your modem and router. You may have one device that’s a combination modem/router or you may have separate devices. If you have separate devices, unplug both of them.

  3. Wait for 30 seconds, then plug your modem and router back in.

  4. Your modem and router will start. Wait for a couple of minutes or until you see steady power and connection lights. You may also see a quickly flashing data light on the device(s).

  5. Check that your home Wi-Fi network is connected to the Internet and that the connection is working as expected. If other devices can’t connect to the Internet either, you’ll need to contact your Internet service provider to restore service.

    • You can use a Mac or PC to visit a web page like nest.com and make sure that it loads properly.
    • Or turn on Aeroplane mode on your phone or tablet. Then turn on Wi-Fi on your phone or tablet while still keeping Aeroplane mode on. Allow your device to connect to your home Wi-Fi network, and try to visit a web page like nest.com. Make sure that it loads properly. When you’ve finished testing, turn Aeroplane mode off.
  6. Unplug your camera. Wait for 10 seconds, then plug it back in.

  7. Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network.

  8. Open the Nest app again and set up your Nest Cam on your phone or tablet (or on your computer).

Incorrect Wi-Fi password

Error codes: C104 ∙ C220 ∙ C320 ∙ NC005 ∙ NC006 ∙ NC007

You've probably just mistyped the password for your Wi-Fi network. That’s OK – it’s easy to fix.

Troubleshooting 

1. Double-check the password for your home’s Wi-Fi network. If you need any help, talk to the person or service provider who set up Wi-Fi in your home.

2. Tap the Try again button. Re-enter your Wi-Fi information. When prompted, carefully enter the password for your Wi-Fi network.

Your camera had trouble finding or connecting to Wi-Fi

Error codes: C103 ∙ C110 ∙ C223 ∙ C323 ∙ C365 ∙ C366 ∙ C367 ∙ C368 ∙ C371 ∙ C372 ∙ C373 ∙ C374 ∙ C375 ∙ C376

These errors mean that your camera couldn’t find or connect to the Wi-Fi network that you selected. There are several reasons why this might be happening. Try the following suggestions.

Troubleshooting 

  1. Exit the Nest app.

    • Android: Open the Recent Applications menu, and swipe the Nest app left or right to remove it from the screen.
    • iPhone or iPad: Double-click the Home button, and swipe the Nest app up to remove it from the screen.
    • PC or Mac: Close the web browser tab or window that has the Nest app.
  2. Check that your home Wi-Fi network is connected to the Internet and that the connection is working as expected. If other devices can’t connect to the Internet either, you’ll need to contact your Internet service provider to restore service.

    • You can use a Mac or PC to visit a web page like nest.com and make sure that it loads properly.
    • Or turn on Aeroplane mode on your phone or tablet. Then turn on Wi-Fi on your phone or tablet while still keeping Aeroplane mode on. Allow your device to connect to your home Wi-Fi network, and try to visit a web page like nest.com. Make sure that it loads properly. When you’ve finished testing, turn Aeroplane mode off.
  3. Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network.

  4. Make sure that you’re not trying to connect a 2.4 GHz-only camera to a 5 GHz network.

  5. Unplug your camera. Wait for 10 seconds, then plug it back in.

  6. Open the Nest app again and set up your Nest Cam on your phone or tablet (or on your computer).

Your hidden Wi-Fi network didn’t recognise the information that you provided

Error codes: C225 ∙ C325

This can happen when you’re trying to connect to a hidden Wi-Fi network and you entered the information manually. You may have picked an incorrect security type for your Wi-Fi network.

Troubleshooting 

1. Double check your Wi-Fi network’s security type. For example, you may see this error if your Wi-Fi network’s security type is WPA but you selected WEP during setup. If you don’t know how to do this, contact the person or service provider who set up Wi-Fi in your home.

2. In the Nest app, tap the Try again button. Re-enter your Wi-Fi information. When prompted, select the correct security type for your Wi-Fi network.

3. If you’re still having trouble, you can try temporarily unhiding your Wi-Fi network so that your camera can find and connect to it automatically. Then, when you’re ready, you can hide your network again. If you’re not comfortable doing this yourself, contact the person or service provider who set up Wi-Fi in your home and ask them to do it for you.

There was a problem with your router’s settings

Error codes: C105 ∙ C226 ∙ C326

This error means that your router couldn’t assign a network address to your camera. There are several different router settings that could cause this to happen. 

Troubleshooting 

Please try the suggestions below. Or if you’re not comfortable with adjusting your router’s settings, contact the person or service provider who set up Wi-Fi in your home.

  1. Exit the Nest app.

  2. Make sure that your phone’s Wi-Fi is turned on, and that it’s connected to the same Wi-Fi network that you want to use for your camera.

  3. Your router may not be configured properly to work with Nest Cam. Nest Cam uses DHCP to connect to your Wi-Fi network. Check that your router has DHCP enabled.

  4. If your router is using MAC address filtering, see our information about adding your Nest Cam’s MAC address to the whitelist.

  5. Make sure that your Wi-Fi equipment is using our other recommended router and access point settings.

  6. Unplug your camera. Wait for 10 seconds, then plug it back in.

  7. Open the Nest app again and set up your Nest Cam on your phone or tablet (or on your computer).

The Internet connection was too slow or was lost

Error code: C108

This error appears when the Nest server didn’t respond to a request from your device. This can happen if you lose your Internet connection during setup or if your network is having bandwidth problems.

Troubleshooting 

1. If your Internet connection is slow, you may not have enough bandwidth to complete setup. Run an Internet speed test and make sure that your connection isn’t experiencing unexpected bandwidth problems.

2. Unplug your modem and router. You may have one device that’s a combination modem/router or you may have separate devices. If you have separate devices, unplug both of them.

3. Wait for 30 seconds, then plug your modem and router back in.

4. Your modem and router will start. Wait for a couple of minutes or until you see steady power and connection lights. You may also see a quickly flashing data light on the device(s).

5. Check that your Wi-Fi network is connected to the Internet and that the connection is working as expected. If other devices can’t connect to the Internet either, you’ll need to contact your Internet service provider to restore service.

  • You can use a Mac or PC to visit a web page like nest.com and make sure that it loads properly.
  • Or turn on Aeroplane mode on your phone or tablet. Then turn on Wi-Fi on your phone or tablet while still keeping Aeroplane mode on. Allow your device to connect to your home Wi-Fi network, and try to visit a web page like nest.com. Make sure that it loads properly. When you’ve finished testing, turn Aeroplane mode off.

6. Exit the Nest app.

  • Android: Open the Recent Applications menu, and swipe the Nest app left or right to remove it from the screen.
  • iPhone or iPad: Double-click the Home button, and swipe the Nest app up to remove it from the screen.
  • PC or Mac: Close the web browser tab or window that has the Nest app.

7. Unplug your camera. Wait for 10 seconds, then plug it back in.

8. Open the Nest app again and set up your Nest Cam on your phone or tablet.

There was a problem with the connection between your camera and your computer

Error codes: C350 ∙ C362 ∙ C380

If you’re setting up your Nest Cam on a Mac or Windows computer, this error can occur when there’s a problem with the connection.

Troubleshooting 

1. Clear your browser’s cache and cookies. Look at your browser’s Help menu for information about how to do this.

2. Exit your web browser.

3. Unplug your camera from the USB port on your computer. Plug it back in using a different USB port on your computer if you have one.

4. Retry setting up your Nest Cam with your computer.

Your camera may be part of a different Nest home

Error codes: C101 ∙ C208 ∙ C308 ∙ C309

When you see this error, it means that the Nest app thinks your camera may already be set up in a Nest home.

Troubleshooting 

1. Exit the Nest app.

  • Android: Open the Recent Applications menu, and swipe the Nest app left or right to remove it from the screen.
  • iPhone or iPad: Double-click the Home button, and swipe the Nest app up to remove it from the screen.
  • PC or Mac: Close the web browser tab or window that has the Nest app.

2. If your Nest camera has already been set up in an account in the Nest app, you’ll need to remove your camera from its previous account before proceeding. Keep in mind, if you have a Google Nest Aware subscription, removing the camera from the account will permanently delete all of that camera’s recorded video history. So make sure that you create and download clipsof any footage that you want to keep before you delete the camera from your account.

3. Unplug your camera. Wait for 10 seconds, then plug it back in.

4. Open the Nest app again and set up your Nest Cam on your phone or tablet (or on your computer).

5. If you still can’t set up your camera, or if you’re having trouble removing the camera from its previous account in the Nest app, please contact Nest Support.

Your video doorbell may have previous settings

Error codes: NC003

When you see this error, it means the Nest app thinks your Hello has some previous settings on it. You’ll get this message:

Reset your Google Nest Hello

Troubleshooting 

Here’s how to reset your Hello to factory defaults:

  1. If Hello is already attached to the wall, you’ll need to take it off. Use the release tool that was included in the box with Hello or a thumbtack. Insert it into the hole at the bottom of Hello and pull it off the base.

    Tip: Don’t unscrew the wires attached to the back of your camera.

  2. Hold down two buttons on your Hello for about 10 seconds:

    • Hold down the reset button on the back (use the release tool or a thumbtack)
    • At the same time, hold down the big doorbell button on the front
  3. While holding the buttons: your camera will chime and its light ring will start spinning blue, then flash yellow and then all the lights will turn off.

  4. Release the two buttons.

  5. The factory reset is complete when your camera chimes and the light ring starts slowly pulsing blue.

Once your Hello has been reset to factory defaults, you can add the camera back to the app.

           How to set up your camera with the Nest app >

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